The One Accident Protector

Insurer claims guide · Accident

Accident — Steps: Complete the appropriate claim form and supporting documents; eClaim is available via e-Service.Public source · Checked: 13 Oct 2026

Accident — Submission channels: e-Service eClaim; the claims page also lists the customer service centre and consultant assistance.Public source · Checked: 13 Oct 2026

Accident — Deadlines / notification: Form: notice generally 60 days; proof 180 days. EN trigger: diagnosis/surgery/discharge; ZH: diagnosis. Confirm your policy.Public source · Checked: 13 Oct 2026

Accident — Payment methods: Existing premium autopay account, cheque or direct credit to the policyowner’s bank account as selected in the form.Public source · Checked: 13 Oct 2026

Accident — Assessment / payment timing: About 5 working days to first pending notice or result; cheque preparation about 3–4 business days after approval, before delivery.Public source · Checked: 13 Oct 2026

Accident — Required documents: Signed form I and physician form II; receipts/bills and reports per checklist for the selected medical/accident benefit.Public source · Checked: 13 Oct 2026

Accident — Overseas claims / servicing: Mainland checklist: admission/discharge records, daily medical records and temperature sheets; see the applicable benefit column.Public source · Checked: 13 Oct 2026

1. First contact the insurer through its published complaint channel; retain its written reply.Public source · Checked: 13 Oct 2026

2. Insurance Authority: submit the signed complaint form with supporting documents by email, post or fax. It handles insurer/intermediary conduct; it cannot adjudicate claim disputes or order compensation. Eligible claim disputes can go directly to ICB; an IA referral requires the complainant’s consent.Public source · Checked: 13 Oct 2026

3. Insurance Complaints Bureau: eligible monetary disputes under personal policies with member insurers, up to HK$1,500,000. A policyholder, beneficiary, insured or rightful claimant must file within six months of notification of the insurer’s final decision. Industrial, commercial and third-party insurance and cases undergoing or having completed litigation/arbitration are excluded. Non-claim complaints exclude service quality, underwriting decisions, investment performance and levels of fees, premiums, charges or interest. Similar rejected claims across policies are aggregated; periodic/long-tail claims use a five-year total.Public source · Checked: 13 Oct 2026

ICB accepts written complaints by post, fax or email using its complaint form. Include policy and application documents, claim form, relevant evidence and the insurer’s final written decision; no reception counter service.Public source · Checked: 13 Oct 2026